Frequently Asked Questions (FAQs)
Find answers to common questions about renting equipment with us. We've streamlined the information for clarity and grouped it into key categories. Can’t find what you need? Contact us at support@chariteq.com!
Contact and Support
How do I reach customer support?
Email us at support@chariteq.com, available 9 AM–6 PM EST, Monday through Friday. We aim to respond to emails within 24 hours.
Do you offer on-site support or setup assistance?
We offer on-site support through our staffing partner Ace The Event for an additional fee. Reach out to discuss options!
Rental Process and Policies
How do I place a rental order?
Visit our website, select your equipment, choose your rental dates, and complete the checkout process. You’ll receive a confirmation email with order details and next steps.
Can I modify my rental order after placing it?
Yes, you can adjust your order (e.g., change equipment or dates) up to 5 business days before your event, subject to availability. Contact us at support@chariteq.com to make changes.
What is your cancellation policy?
Cancellations made more than 30 days before the event are refunded minus a cancellation fee. Cancellations within 30 days may incur a 25% fee. Contact us at support@chariteq.com to process cancellations.
Equipment Care and Issues
What should I do if equipment arrives damaged or isn’t working?
Contact us immediately at support@chariteq.com with a brief description and photos of the issue. We’ll arrange a troubleshooting call within 24 hours. If the issue can’t be resolved, we’ll ship a replacement (if time allows) or issue a refund for the affected item.
What happens if I lose or damage equipment?
Accidents happen! Notify us at support@chariteq.com to discuss options, which may include repair fees, replacement costs, or alternative solutions based on the situation.
Do I need to clean equipment before returning it?
A quick wipe-down with a dry or slightly damp cloth is appreciated to remove surface dirt. We handle full sanitization and maintenance upon return, so no deep cleaning is required.
Are there any restrictions on how I can use the equipment?
Use equipment only for its intended purpose as outlined in the rental agreement. Avoid modifications or unauthorized repairs. Contact us at support@chariteq.com if you have specific usage questions.
Returns and Shipping
How do I pack equipment for return?
Use the original box and packing materials, including foam inserts or padding, to secure items and prevent movement during transit. If original materials are unavailable, contact us for guidance on safe packing.
What if the original box is damaged or unusable?
Take photos of the damaged box and contents immediately upon receipt and email them to support@chariteq.com. We’ll provide instructions and, if needed, send a replacement box or alternative return solution.
Which carrier should I use for returns?
Use the prepaid UPS return label included with your shipment. Returns via FedEx, USPS, or other carriers are not accepted, as our process is optimized for UPS.
What if I lose my return label?
No problem! Email us at support@chariteq.com, and we’ll send a new prepaid UPS label within 24 hours.
What is the return shipping address?
Chariteq
8022 Providence Road, Suite 500-260
Charlotte, NC 28277
What happens if I return equipment late?
Late returns may incur a daily fee equivalent to 20% of the rental cost per item. If you foresee a delay, contact us as soon as possible - we’ll work with you to find a solution.
Can someone else handle the return for me?
Yes, anyone can drop off the package at a UPS location using the provided prepaid label. Ensure they follow the packing guidelines to avoid transit damage.
Event Changes and Flexibility
What if my event is postponed or canceled?
We’re here to help! Contact us at support@chariteq.com as soon as possible to discuss rescheduling, extending your rental, or canceling. Flexible options are available, and we’ll tailor a solution to your needs.
Payment and Billing
What payment methods do you accept?
We accept major credit cards and debit cards. Payment is due at the time of booking to secure your rental.
Will I be charged for damages or late returns?
You may be charged for damages beyond normal wear and tear or for late returns (20% of rental cost per day). We’ll notify you of any additional charges and discuss options before processing.